Topic 2-CSM Documentation

The SIRIM standard on CSM (2016) highlights that the elements to be considered when developing CSM strategies as below, EXCEPT:

• Voice of the customer

• Learning and development

• Customer perception

• Customer requirements

What are the documents should be established in the Level 2 of hierarchy of CSM documentation:

• CSM Manual, CS Charter and legal requirement

• SLA, guideline and reference

• forms and online record

• SLA, CSM policy and customer value

A statement of top managements commitment towards providing excellent customer service to customers is the definition of :

• CS Charter

• CSM Manual

• Legal Requirement

• CSM Policy

'Our brand vision is about pleasing our customers and exceeding their expectations. It is our goal to empower them with choices and innovative solutions that will give them greater control and freedom to live life to the fullest' is the EXAMPLE of CSM Policy for:

• Celcom

• Syarikat Air Johor

• Malaysia Airlines

• Tenaga Nasional Berhad (TNB)

There are two aspects to customer value:

• Desired Value and Intended Value

• Internal and External Value

• Desired Value and Perceived Value

• Perceived Value and Intended Value

_____________________________ is a statement of commitment describing the level of service provided to customers

• CSM Manual

• CS Charter

• CS Policy

• legal requirement

Here are examples of operating and CS procedures, EXCEPT:

• Conducting customer feedback procedure

• Debt collection procedure

• Changing or cancelling of orders procedure

• Invoicing and payment procedure

This refers to the SLA that governs the supplier customer relationship between departments (inter-department)

• SLA

• Legal requirement

• Insourcing

• Outsourcing

___________________ is very hard to capture as the knowledge is carried in peoples minds. It requires extensive personal contact and trust to share tacit knowledge. Tacit knowledge is very valuable as it provides the context of experience and ideas

• Knowledge management

• Explicit knowledge

• Personal Competency

• Tacit knowledge

Three key reasons why actively managing knowledge is important to a companys success are as follows, EXCEPT:

• Building Learning Organisations by Making Learning Routine

• To create an efficient CSM Program

• Stimulating Cultural Change and Innovation

• Facilitating Decision-making Capabilities